Job Description

Job Responsibilities:

• Handle Tier Two escalated customer service cases, primarily related to billing and account inquiries.
• Manage and resolve cases in Salesforce, ensuring timely and accurate resolution.
• Act as an intermediary between customers, internal departments, and utility providers to resolve complex issues.
• Review and analyze billing, account, and order-to-cash related issues.
• Communicate professionally with customers to provide updates and resolution details.
• Collaborate with Tier One customer service teams and third-party vendors to ensure seamless case escalation and resolution.
• Work independently to manage a caseload while meeting service level expectations.
• Maintain accurate documentation and case notes within Salesforce.
• Adhere to company policies, procedures, and customer service standards.
• Work in a hybrid schedule, primarily remote with one designated in-office day per week.
• Perform additional duties as assigned.

Skills:

• Strong customer service background, preferably in a Tier Two or escalated support role.
• Experience or familiarity with Salesforce case management.
• Knowledge of order-to-cash systems and billing processes (preferred).
• Basic proficiency in Microsoft Excel.

Education/Experience:

• High School..

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